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CRM and Sales Impact Report

Are companies on the cusp of a customer relationship crisis?

Insights from 1,000 sales professionals on what’s driving (or stalling) revenue and customer engagement

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The State of CRM

CRM is big business

The $35 billion CRM market provides the foundational technology for customer engagement.

CRMs are failing sales teams, customers, and prospects, with over half (52%) of sales leaders reporting that their CRM platform is costing potential revenue opportunities.

Half of companies surveyed (50%) said they cannot access customer data across marketing, sales and service systems.

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Nearly one-third say their customer data is incomplete, out of date, or inaccurate.

Cost of the Status Quo


With sales teams under more pressure to deliver than ever before, the quality of support sales teams get from CRM vendors is crucial.

Unfortunately, 58% of respondents cite inadequate training and help, or sufficient skills to customize their CRM.

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53% percent of respondents say that the administrative burdens of their CRM causes friction for their sales team.

The average sales rep only spends 54% of his or her time actually selling.

Digital transformation, heightened competition, and customer expectations present you with a critical choice:

Fix your CRM deficiencies or risk losing market share.

Churn Rates

Without access to the right data, companies can’t keep customers happy or calibrate the customer experience to minimize churn.


56% of respondents said their customer churn has increased in the last 12 months, and it’s costing them.

Churn is costing
mid-market companies
$5.5 million a year each.

57%
of respondents say they have trouble predicting when customers will churn.

Even in hindsight 48% of those surveyed say they don’t know why customers have churned.

EYE Towards AI

AI is poised to move well beyond the chat bot.

The lack of a high-definition customer view may be why most respondents (88%) said they expect to increase their use of artificial intelligence (AI) to augment more of their existing CRM processes within the next 24 months.

Companies that significantly improve the accuracy and completeness of their customer data stand to gain better business outcomes.

Download the complete report for all the facts and figures, plus a country comparison chart for the U.S., U.K., Germany and Australia.

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about sugarcrm

SugarCRM’s time-aware sales, marketing and service software helps companies deliver a high-definition (HD-CX) customer experience. For mid-market companies and anyone that wants a CX-driven platform, Sugar gives teams the time-aware customer data they need to achieve a clear view of the customer and reach new levels of business performance and predictability, and increase customer lifetime value.

Find out how SugarCRM helps companies deliver on customer experience. Based in Silicon Valley, SugarCRM is backed by Accel-KKR.